Account Manager

This position is responsible for managing and selling all Vesuvius products and services provided to the customer.  This position will drive customer satisfaction through good service, opportune use of innovative technology, management of operating expenditures, understanding the customer’s needs and good communication at all levels.  In addition to customer satisfaction, the position will be responsible for generating and growing acceptable levels of sales and profit for Vesuvius.

Responsibilities will include, but not limited to the following:

• Growing business by building successful, long-term customer relationships.

• Managing a portfolio of customer accounts to achieve long-term success.

• Developing positive relationships with customers.

• Acting as the point of contact and handling customers’ individual needs.

• Generating new business using existing and potential customer networks.

• Resolving conflicts and providing solutions to customers in a timely manner.

• Conduct standard product investigations and coordinate / lead trials and projects; responsible for coordinating with and assisting M&T (technical) team to issue technical reports on all completed investigations and/or projects.

• Where applicable, Account Managers will supervise Service Technicians to ensure support needs are met.

• Reporting on account status.

• Setting and tracking sales account targets, aligning with company objectives.

• Monitoring sales metrics (monthly sales results and regular rolling forecasts).

• Suggesting and implementing actions to improve sales performance and identify opportunities for growth.

• Manage daily service activities such as:

• Inventory planning and forecasting.

• Product usage forecast and delivery schedules.

• Obtaining and processing appropriate information for timely invoicing

• Routine data collection and reporting.

• May provide preventative and emergency equipment maintenance.

• Coordination of customer’s personnel relative to installation and handling of refractory material.

• Recognizes and acts on opportunities for continuous improvement in:

• Refractory performance

• Customer’s efficiency

• Vesuvius profitability

• Works with technical support teams to implement appropriate emerging technologies.

• Manages all project work at customer’s site.

Knowledge:

Good understanding or the ability to quickly acquire an understanding of the following:

• Products being supplied.
• Customer’s steelmaking process.
• Customer’s quality processes.
• Vesuvius and customer logistics processes.
• Basic mechanical skills to allow for the service of associated refractory application equipment.
• Strong business acumen with understanding of sales performance metrics.

Skills & Behaviours:

• Excellent communication skills - written, oral and for presentations.
• Ability to problem solve.
• Strong reasoning and decision-making skills.
• Selling and negotiation skills.
• Computer skills (Microsoft Office – Excel, Word, Outlook, SharePoint).
• Basic Time and Task Management
• Ability to recognize and act on continuous improvement opportunities.

Problem Solving & Complexity:

• Managing multiple issues and projects within a specified timeframe.
• Managing customer relationships at multiple levels within the customer including plant manager to hourly employees.
• Managing internal communications with commercial, technical and customer service teams, by balancing Vesuvius interest versus customer internal politics.

Key Competencies:

• Action Oriented
• Conflict Management
• Customer Focus
• Ethics & Values
• Integrity & Trust
• Perseverance
• Priority Setting
• Problem Solving
• Technical Learning
• Written Communications

Physical Demands:

Applicant must have the ability to overcome obstacles and demonstrate personal adaptability.  Physical Demands include, but are not limited to:

• While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, vehicles. The noise level in the work environment is usually moderate.  Hearing protection may be required.
• Exposure to dust and raw materials particles is frequent.
• Exposure to extreme temperatures.
• Ability to work within the steel mill environment daily to interact with customers and colleagues.
• Ability to travel up to 70% within the designated sales region

Education/Experience

BS required preferably in Metallurgy, Ceramic Engineering or Materials Science.  A degree in a related engineering discipline will be considered.

Three plus years experience with steel making, industrial ceramics, refractory installation or related industry is desired.